Easily the worst dealership with whom I've worked. Unprofessional, unwelcoming, and unhelpful.
This past Monday, May 25th, I phoned the number listed on the website at 9AM (opening time) to communicate three things. One, I needed a truck and would be purchasing one that day in cash. Two, that I was driving from Medicine Hat to Calgary, so I wanted to solidify the deal on the drive such that I could work on logistics (getting a bank draft, pink card, etc). Three, that I had a very specific vehicle in mind and tendered an offer. "Michael," the customer service rep, assured me that within 20 minutes a sales manager would return my call.
Three hours later, at 12 PM, I phoned back. I again reiterated my three points - this time emphasizing that I was on the road - and communicated my seriousness. Michael once again assured me that within 20 minutes a sales manager would return my call.
Two-and-a-half hours later, at 2:30 PM, I phoned back. I again reiterated my three points - this time emphasizing that I'd called the dealership three times in six hours and hadn't received a return phone call. On this occasion, I spoke with "Colson." Colson profusely apologized for Michael's behaviour, insisted he'd communicate my offer to his team, and ensure that someone returned my call.
An hour later when I arrived at the dealership, nobody on the sales floor had been delivered the message.
The purchasing process was relatively smooth, and the salesman, Zeeshawn, was excellent. He worked the deal quickly, secured a decent price for the vehicle, and worked to have the vehicle delivered from the other location. By the time the vehicle was *finally* delivered, it was dirty, scratched, had dings not shown in the photos, and a piece of the front bumper was helpfully located in the bed of the truck. (I should note, here, that the vehicle wasn't some scrapper - it was a 2017 Denali.) None of the cosmetic defects were enough to ward me off, knowing it would be a few hundred dollars maximum to repair them - and assuming that, given I'd just offered them $45k in cash, the dealership would work with me in prepping the truck. Knowing that I was staying the night, I decided to work with Shaw the next morning,.
At exactly 8 AM the next morning - Zeeshawn told me that someone would PDR the truck then - I phoned Shaw. I explained that my docility the day prior was due to exhaustion and hunger, but that I was displeased with the state of the vehicle. At minimum, I suggested, and purely as a function of professional pride, the vehicle should be detailed, the valence should be reattached, and we should split the cost of the PDR (as the dents were put there while the truck was in the dealer's care). Understanding how poor my experience had been to that point, the very helpful manager, wanting to deliver an excellent client experience, stepped in and assured me that the vehicle would be prepped.
Kidding. The manager apparently explained to the salesman that I was "too close to vehicle cost already" so that the "truck can't be detailed or the bumper put on because there's no more money in the vehicle." I want you, reader, to consider that: after paying $45k cash, without hassle, even after being ignored for six hours, the manager wouldn't pay for the 13 minutes of work to reattach a piece of the truck's body or the for the 90 minutes of work necessary to detail a vehicle leaving their lot. As a small business owner, I'd be *appalled* if a manager representing my business behaved this way. Needless to say, the vehicle wasn't detailed, nor repaired, and I left the lot with the truck as is.
Thankfully, before I left I was given a very thorough and detailed explanation of all the truck's features. Kidding. I was sent on my way, but not before Tin, the finance manager, who unhelpfully couldn't manage to issue the bill of sale with the information I requested, flagged me down to demand a $114 payment for the license plate registration. What a stickler for customer service detail.
In all, it was easily the worst experience I've had with a dealer.